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Most Frequently Asked Questions


RETURNS & EXCHANGES

Yes!

You can return your item(s) to us as long as they are:

  1. shipped no later than 14 calendar days after you receive your order.
  2. unused and still have their original tags/protective films attached perfectly.
  3. in its original dustbag and box (placed in a new poly mailer bag).
  4. not purchased with a discount code which has the word "FINALSALE".

Please check our Return Policy here.

  1. Simply check off the items you wish to return and quote your reason for returning on the Return Form. You can download a copy of the form here.
  2. Pack the item(s) back in their dustbag(s) and Hoola Hoola box. A poly mailer bag is included in your parcel for you to secure the dustbag/box in. Note: The Hoola Hoola Frame/Flower Snap-Ons must be returned in the original Hoola Hoola box to ensure its safe journey.
  3. The Invoice and the Return Form must be enclosed.
  4. Send your parcel using a traceable mode of delivery to: Returns Hoola Hoola Pte Ltd 387 Joo Chiat Road #04-06 Singapore 427623

The buyer bears the costs of returning his/her order. The buyer is responsible for making sure that the products will be returned to us in perfect condition. We strongly advise any buyer who wants to return his/her order to choose a secured shipment method. Hoola Hoola will not be responsible for any lost mail sent through non-traceable mailing options.

Your return will be processed within 10 working days from the day we receive your parcel and an email confirmation on the approval will be sent to you once complete.

Credit for your returned item(s) will be refunded back to your account in the same form of payment used to purchase the item(s). The credit should appear on your statement within 3 – 5 working days. Please note that the final processing time for refund after our approval is dictated by card issuers. Shipping postage, duties and taxes or customs fees, if any, WILL NOT be reimbursed.

Simply return your item(s) and reorder your preferred item(s).

We don’t operate a standard exchange service. If you want to order the same item in a different colour or a different item altogether, just return the item and place a new order.

SHIPPING

Free shipping applies to all orders above or equal to USD50. Please refer to this link for more information.

Hoola Hoola processes orders in Singapore from Monday to Friday. All orders placed by 2 pm local time during those days will be shipped the same day.

We ship to selected countries via UPS Express and the estimated delivery time is 2-5 working days from the day the item is shipped. Orders placed from Friday to Sunday, or holiday will be processed the following business day.

Hoola Hoola cannot be accountable for carrier delays or delays caused by holidays, meteorological conditions, customs inspections and other circumstances that are irrelevant to Hoola Hoola’s control.

Please locate your tracking number from the delivery confirmation email or by logging into your account. Once shipped, arrival time of packages may vary from country to country.

Please refer to this link for more information.

We’re sorry but we are unable to ship orders to P.O. Boxes.

We will only accept shipments to a valid street address. If you entered a P.O. Box address, the order will be cancelled. However, if the shipment is already in progress, any expenses incurred will be deducted from the total amount of the order to be refunded.

We engage the service of UPS Express which makes up to three delivery attempts to the right address provided the right contact number is also given for further communication if needed.

By placing an order, customers establish a commercial relationship with Hoola Hoola and commit to accept delivery of the parcel related to the order placed. If the parcel cannot be delivered to the given shipping address due to causes ascribable to the absent cooperation of the customer (wrong or incorrect phone number, wrong or incorrect shipping address, absent receiver), or if the customer refuses to collect the parcel, the parcel will be returned to the sender Hoola Hoola in Singapore at customer’s expense. The expense includes shipping costs and any duty and tax fees; the amount will be deducted from the total amount of the order to be refunded.

Custom fees, import fees and taxes shall be the sole responsibility of the client. In other words, if the value of your order exceeds the toll free limit in your market, extra fees will be charged for import taxes and or custom duties upon delivery. Hoola Hoola does not compensate these charges. You should check with your local Customs Office for more information.

Once the parcel has reached the destination country, these said charges must be paid by the recipient of the parcel to our carrier to release your order from customs upon arrival.

If you refuse to accept shipping of the items you have purchased, the courier may return the items to Hoola Hoola. In the event this happens, Hoola Hoola may be required to pay additional charges to the courier in respect of the cost of return including customs and import duties that were payable by you. We will recover these costs from you by deducting the relevant amount from any refund owed to you.

ORDERS

We've carefully packed all the accessories separately so you can enjoy the process of putting together your own Hoola Hoola handbag. If you are unsure, there is an instruction guide with visuals which is packed with your parcel.

An email address is all you need to start the order process and you can checkout as a guest. We recommend that you register for a Hoola Hoola account so you can save time later and always have easy access to your saved wish list or order history.

Easy! All you need to do is to click here and start by choosing the Frame you want and in a few more steps, your Hoola Hoola handbag will be born!

Or go straight to ‘Collections’ which takes you to a curated selection of handbags our styling team has put together for you. If you would like some extra assistance designing your handbag, please contact our Hoola Hoola Styling Team here and we will get back to you as soon as possible.

Simply follow the ‘Forgot your password?’ link on our login page and enter your email address. You’ll then receive an email to reset your password.

As your purchase will be prepared quickly for dispatch, please contact our Hoola Hoola Care Team as soon as possible (within 30 minutes) to cancel your order. If your item has been sent out for dispatch, it will be recalled and treated as a return. Any admin charges for delivery will be recovered from you by deducting the relevant amount from any refund owed to you.

Unfortunately, we are not able to change out the items in an order once the order has been placed. We can however cancel an order at any point before it ships out. You can then place a new order for the correct product. To cancel an item, you can login to your purchase history and click the cancel button, or contact our Hoola Hoola Care Team with your request. Please refer to the question just above this for more information on cancelling an order.

We take immense pride to ensure all our products are in good condition before shipping. If you are concerned with a damaged item, please get in touch via our contact form. so we can address the issue for you soon.

PRODUCT CARE

Hoola Hoola Frames are made of the highest grade closed cell foam material with a waterproof surface that is highly resistant to wear and deterioration caused by external agents, weathering and ultraviolet radiation. It is environmentally friendly because it contains no solvents which are harmful to health or the environment - it is free of chlorides, heavy metals, phenols, latex and all toxins. Hence, it can be reclaimed and reused in a new production cycle after pulverisation. This innovative foam stands out for its lightness, comfort as well as being flexible, strong, eco-friendly and washable. The result is a light-weight, waterproof and durable bag which is almost maintenance-free!

To keep it in pristine condition, you should:

  1. wipe it with a damp cloth regularly
  2. hand wash it with cold water and a mild soap
  3. not expose it to direct sunlight/high temperature for an extended period of time to prevent warping
  4. store it away in its dustbag when you're not using it.

Please be aware that colour dyes from darker coloured clothing may transfer across to light-coloured frames. This phenomenon is increased by variations in humidity and temperature. As such, colour transfer is difficult to control, not always fully preventable, and may be irreversible. Hoola Hoola assumes no responsibility and cannot be held liable for that.

All types of leather, synthetic or genuine, react to humidity and may result in permanent wear and tear.

  1. Avoid getting it wet and exposure to direct light and heat.
  2. Avoid contact with oily substances, cosmetics or solvents.
  3. Care should be taken when wearing light-coloured garments and storing products with different colours as it might result in colour transfer.
  4. All leather products should be cleaned according to their material:
    • Genuine leather handles should be given a regular quick-wipe-down with a damp cloth and / or cleaned with leather cleaners every four to six months to keep them in top condition.
    • Eco leather straps should be cleaned with a soft, damp cloth regularly.

Our Snap-Ons, as flexible as they are for greatest creativity, are as delicate as real flowers.

Please treat them with care as pulling and tugging may cause them to break off from the Snap Strap. Please read the care instructions given with your purchase or click here for more information on how to handle them. If they do need some cleaning, check out the question above on how to care for leather parts.

PROMO CODES

Hoola Hoola promo codes can be found in our newsletters. By subscribing to our newsletter, we will periodically email you our offers and promo codes.

Unfortunately, if you did not enter your promo code at checkout, we are unable to apply it to your order once it has been placed.

Yes of course! Your right to return an item is the same regardless of whether you bought it with a discount code or not. However, please note that voucher codes (gift vouchers) are for one-time use only and cannot be re-issued and are non-refundable. If you return an item which was purchased using a voucher or a discount code, only the final paid price (after discount) will be refunded.

Items bought with a discount code which has the word “FINALSALE” are final and cannot be returned for a refund.

If a promo code requires you to spend a minimum amount for the discount to apply and you decide to return part of the order, the items which are kept by you will revert to full price and the refund you receive will be adjusted accordingly.

OTHERS

Alma
An Italian name given to one of our bag bodies which is squarish. Alma on its own is a Frame. Her ultimate wish is to be given a makeover to earn herself a last name - Handbag.
Camilla
An Italian name given to one of our bag bodies which is round. Camilla on its own is a Frame. Her ultimate wish is to be given a makeover to earn herself a last name - Handbag.
Chiara
An Italian name given to one of our bag bodies which is round. Chiara on its own is a Frame. Her ultimate wish is to be given a makeover to earn herself a last name - Handbag
D-rings
The rings on the sides of the In-Bag for a strap to be attached on. And yes, it looks like the letter "D"
Frame
A bag body, as bare as it is, for your maximum creativity. Start by choosing a Frame and get your creative juices flowing. Alma, Chiara and Camilla are allowed to partner with any accessory, anytime, anywhere. Stay with one type or be fickle. No one is judging.
Frou-Frou
A fabric made specially to hug your Alma Frame for that extra oomph. The good thing about this hug is when you find it too clingy, you can always take it off. No hard feelings.
Handles
Until we have more Frames, these belong exclusively to Alma who is more affectionate than the rest. She needs these handles so you can hold her with your hands or carry her over the shoulder. The handles, together with an In-Bag, are the two essential accessories she needs to have a full name - Alma Handbag.
In-Bag
The inner bag insert to be paired with a Frame to complete your Hoola Hoola bag. Alma, Chiara or Camila need it to feel complete.
Snap Strap
The best friend to our Snap-Ons. This is a strap with nine snap buttons to be used with our Snap-Ons to make it whole. Once complete, your body necklace is ready to take the center stage!
Snap-On
Like a charm, a Snap-On is a decorative accessory to be attached onto a Snap-Strap. Choose all nine of the same type or be different by getting different Snap-Ons.
Twist and Twist Cap
These are basically the hardware to connect your Alma Frame and the Handles. Available in different colours and materials, they are not just functional, they form impressions and change the aesthetic qualities of an Alma Bag. Make Alma scream or mute her if you must.
Twist-Lock
Alma cares about aesthetics and wants things in place. This Twist-Lock goes in between your Twist and Twist-Cap to keep the Handles in position

Haven’t found the answer you’re looking for? Contact the Hoola Hoola Care Team.